REVIEWER - ITSM - MIDTERMS

Information Technology Infrastructure Library (ITIL)

Is considered the most popular framework centered on delivering IT services.

Process (ITIL V3)

A structured set of activities made to accomplish specified objectives and takes different inputs to turn them into defined outputs.

Function (ITIL V3)

Described as a team or group of people and the tools and resources they use to conduct processes or activities.

Practice (ITIL 4)

Can be considered an extension of a process as it not only defines the activities but also brings various capabilities and tools together to accomplish a set of objectives.

Focus on Value

Everything the organization does must always bring value to its stakeholders, specifically the customers.

Start Where You Are

This means focusing on what is already available and improving that existing system.

Progress Iteratively with Feedback

This reminds the people involved not to accomplish everything at once, as it can be overwhelming.

Collaborate and Promote Visibility

This aims to take advantage of the different sets of strengths and weaknesses that each member of the IT team has through delivering collaborative efforts.

Think and Work Holistically

To create the best service, it all must be connected, as no service, practice, process, or function stands alone.

Keep it Simple and Practical

This is a reminder to not over-complicate anything to be done.

Optimize and Automate

Optimization makes things functional, so automation of any activity should be optimized first to utilize the resources to the best of their limits.

DevOps

The combination of development and operation teams to deliver an objective.

Continuous Integration

Provides a central repository for developers to use throughout a project.

Continuous Delivery

Delivers the builds into the test environment and then needs human intervention to deploy the tested builds into production.

Continuous Deployment

Performs beyond Continuous Delivery and deploys automatically to production.

Automation (DevOps)

An enabler of faster delivery and crucial for providing rapid feedback.

Lean (DevOps)

Is about keeping things simple and not overcomplicating them.

Measurement (DevOps)

The only way to find out whether the outcome is favorable is by measuring it.

Sharing (DevOps)

The need for collaboration and knowledge sharing between people.

ServiceNow IT Service Management

A modern, cloud-based, and silo-busting ITSM solution that promises to consolidate on-premises legacy tools into a single cloud platform.

Control Objectives for Information and Related Technologies (COBIT)

A framework for organizations that want to implement, monitor, and improve the best IT management practices.

KPI 1: Number of Implemented Preventative Measures

This charts the number of security measures that have been implemented based on perceived vulnerability or a known or successful intrusion attempt.

KPI 2: Implementation Duration

This tracks the time between the point a justified security concern is identified and the point in time when a resolution is placed.

KPI 3: Number of High-Risk Security Incidents

This tracks the number of security incidents and them with a specific severity level.

KPI 4: Number of Security-Related Downtimes

This tracks the number of downtimes that prevented service from being available to customers due to security concerns.

KPI 5: Number of Security Tests

This tracks the number of proactive steps taken that measure existing data security, such as tests and training.

KPI 6: Number of Identified Shortcomings During Security Tests

This takes the measurements in KPI 5 and plots them against the identified shortcomings during the tests.